Troubleshooting to diagnose computer problems

Abstract

In a support service for computing devices or software (or other service), a determination is made based on an incident report that additional data is needed. A first template is chosen from a set of templates and that chosen first template is customized for the particular incident to create a data collection plan. The data collection plan includes a set of data collection items. The data collection plan is forwarded to a user client device associated with the incident report. At the user client device, a user can choose to proceed with all or a subset of the data collection items. Data is then collected for the selected data collection items. The user is then provided with the opportunity to select which of the collected data to upload back to the support service. The collected data is then uploaded, and the incident status is updated and made available.

1. A method for obtaining data, comprising:
 customizing a data collection plan for a particular situation on a client device; 
 transmitting said customized data collection plan toward a location for said client device; 
 receiving said data collection plan at said client device, said data collection plan includes a set of data collection items; 
 allowing a user to select one or more of said data collection items; 
 collecting data according to said selected data collection items; and 
 uploading said collected data to a data store associated with a diagnostic service. 
 
   
   
     2. A method according to  claim 1 , further
 wherein said collecting data is performed by a component of an operating system on said client device. 
 
   
   
     3. A method according to  claim 1 , further comprising:
 downloading a set of tools to said client device, said set of tools is specified by said data collection plan. 
 
   
   
     4. A method according to  claim 3 , further comprising:
 receiving incident report information; 
 receiving a determination that additional data is needed; 
 accessing a first template from a set of templates, said customizing a data collection plan includes configuring said first template; 
 receiving collected data specified by said data collection plan, at least a subset of said collected data is from said tools; and 
 performing a diagnostic using said collected data. 
 
   
   
     5. A method according to  claim 1 , further comprising:
 receiving an indication that said data collection plan is for a remote device different than said client device; and 
 downloading an executable to said client device for said remote device. 
 
   
   
     6. A method according to  claim 5 , further comprising:
 moving an executable and said data collection plan to said remote device; 
 collecting data according to said data collection plan at said remote device; 
 moving said collected data to a networked machine; and 
 uploading said collected data from said networked machine. 
 
   
   
     7. A method according to  claim 1 , further comprising:
 allowing a user to select which of said collected data to upload; and 
 uploading said selected collected data from said client device to said data store associated with a diagnostic service. 
 
   
   
     8. An apparatus, comprising:
 one or more storage devices; 
 an interface; and 
 one or more processors in communication with said interface and said one or more storage devices, said one or more processors perform a method comprising:
 receiving a data collection plan from outside said apparatus, said data collection plan includes a set of data collection items; 
 customizing said data collection plan, said customizing includes allowing a user to select one or more of said data collection items; 
 collecting data based on said customized data collection plan, said collecting data includes collecting data according to said selected data collection items; and 
 uploading said collected data to a remotely located data store. 
 
 
   
   
     9. An apparatus according to  claim 8 , wherein:
 said one or more storage devices store an operating system for said apparatus; and 
 said receiving a data collection plan, said customizing said data collection plan and said collecting data are performed by said operating system. 
 
   
   
     10. An apparatus according to  claim 8 , wherein said method further includes:
 allowing a user to select which of said collected data to upload; and 
 uploading said selected data to said remote data store. 
 
   
   
     11. A method for obtaining data, comprising:
 customizing a data collection plan for a particular situation on a client device; 
 transmitting said customized data collection plan toward a location for said client device; 
 receiving incident report information; 
 receiving a determination that additional data is needed; 
 accessing a first template from a set of templates, said customizing a data collection plan includes configuring said first template; 
 receiving collected data specified by said data collection plan, at least a subset of said collected data is from a set of tools to said client device, said set of tools is specified by said data collection plan; and 
 performing a diagnostic using said collected data. 
 
   
   
     12. A method according to  claim 11 , further comprising:
 downloading said set of tools to said client device. 
 
   
   
     13. A method according to  claim 11 , further comprising:
 collecting data at said client device based on said customized data collection plan, wherein said collecting data is performed by a component of an operating system on said client device.